CISCO Training

  Troubleshooting Cisco Unified Communications v8.0
 

TVOICE_8 Course Description

Troubleshooting Cisco Unified Communications (TVOICE) v8.0 prepares network professionals with the knowledge and skills that are required to troubleshoot Cisco Unified Communications systems and solutions in enterprise, midmarket, and commercial deployments in single-site and multisite environments. The course teaches troubleshooting methodology, triage, resources, tools, and fixes at the integrated system or solution level for Cisco Unified Communications Manager.

Prerequisites

The knowledge and skills that you must have before attending this course are as follows:

  • Working knowledge of converged voice and data networks.
  • Working knowledge of the MGCP, SIP, and H.323 and their implementation on Cisco IOS gateways.
  • Working knowledge of Cisco Unified Communications Manager, Cisco Unified Communications features and applications, and Cisco IOS voice gateways in a single-site and multisite environment.

Associated Certifications

This course is a requirement for the CCNP Voice Certification track.

Who Should Attend

The primary audience for this course is as follows:

  • Network Administrators and Network Engineers
  • CCNP Voice candidates

The secondary audience for this course is as follows:

  • Systems Engineers

Number of Days

5 Days instructor-led classroom training. (Approx. 7 hours each day.)

Course Objectives

Upon completing this course, you will be able to meet these overall objectives:

  • Describe a systematic methodology to troubleshoot Cisco Unified Communications solutions
  • Isolate and troubleshoot reported issues that relate to Cisco Unified Communications Manager
  • Diagnose a call setup issue and resolve the issues as you discover or reveal them, given a trouble call for which the source of the problem is unknown
  • Solve the common issues of an SAF-enabled network and CCD
  • Troubleshoot issues that are related to Cisco Unified Communications Manager features and applications
  • Troubleshoot voice quality issues and issues that are related to media resources

Course Outline

Module 1: Introduction to Troubleshooting Cisco Unified Communications Solutions

Describe a systematic methodology to troubleshoot Cisco Unified Communications solutions.

Lesson 1: Identifying Cisco Unified Communications Deployments

This lesson defines how to identify the major components of a Cisco Unified Communications solution to isolate problem areas quickly during troubleshooting. Upon completing this lesson, you will be able to meet these objectives:

  • Identify typical problem areas in the network that normally need troubleshooting to resolve
  • Explain which part of the Cisco Unified Communications system is considered to be “network infrastructure,” explain its purpose in the Cisco Unified Communications system, and describe the types of issues that require troubleshooting
  • Explain the purpose of the Cisco Unified Communications Manager in a Cisco Unified Communications system and list common issues that occur with it
  • List the range of voice client components that can exist in a Cisco Unified Communications system and describe the types of voice client issues that require troubleshooting
  • Explain the purpose of Cisco Unified Communications applications in a Cisco Unified Communications system and list common issues that occur with them in general

Lesson 2: Using Troubleshooting Methodology

This lesson defines the steps, considerations, and requirements to systematically troubleshoot a problem in a Cisco Unified Communications solution. Upon completing this lesson, you will be able to meet these objectives:

  • Explain how you can simplify the troubleshooting process by making certain preparations
  • Describe the general problem-solving model that you should follow to help resolve troubleshooting issues systematically
  • Explain how to create a clear problem statement in the Cisco Unified Communications system to help to start with the troubleshooting procedure
  • Explain the process of collecting information about a reported Cisco Unified Communications system problem to help to isolate possible causes
  • Explain the process of identifying the possible causes of a reported Cisco Unified Communications system problem that is based on the facts collected
  • Explain how to create an action plan for the troubleshooting task that is based on the known causes
  • Explain how to ensure the greatest possibility of success of the troubleshooting plan during its implementation
  • Explain how to confirm the success of the troubleshooting task before closing down the trouble ticket
  • Explain what to do if the troubleshooting task fails
  • Explain why and how to keep a record of your troubleshooting activities

Lesson 3: Using Troubleshooting and Monitoring Tools

This lesson defines how to identify the troubleshooting and monitoring tools that can be used in a Cisco Unified Communications solution. Upon completing this lesson, you will be able to meet these objectives:

  • Provide an overview of the different types of tools that are useful when troubleshooting a Cisco Unified Communications system
  • Describe the Cisco Unified Serviceability menus and the associated tools that you can use to troubleshoot Cisco Unified Communications Manager
  • Use the Cisco Unified Serviceability Control Center to stop, start, restart, and view the status of services on the Cisco Unified Communications Manager server
  • Define alarm destinations and levels, look up alarm definitions, and add user notes to alarm definitions
  • Configure trace settings in Cisco Unified Serviceability and explain where the generated trace output can be read
  • Describe how to interpret basic trace output
  • Use the Cisco Unified Communications Manager Dialed Number Analyzer tool to troubleshoot dial plans in the Cisco Unified Communications Manager configuration
  • Describe the functions of the Cisco Unified RTMT and explain how it can be used to collect facts for troubleshooting
  • Describe how to view, set, and modify both predefined and customized alerts in Cisco Unified RTMT
  • Describe how to view the local syslog files in the Cisco Unified RTMT
  • Describe how to collect trace and log files and view them in the Cisco Unified RTMT
  • Enable and use Performance Monitor data and monitoring to assist you and Cisco TAC with troubleshooting
  • Explain how to use the Cisco Unified Reporting tool of the Cisco Unified Communications Manager to aid in troubleshooting
  • Provide an overview of how to use the CLI of Cisco Unified Communications Manager Version 8 to aid in the troubleshooting process
  • Provide an overview of how to use the Cisco IOS Software to support in troubleshooting
  • Describe how to use a general network sniffer to troubleshoot protocol issues

Module 2: Cisco Unified Communications Manager Troubleshooting

Isolate and troubleshoot reported issues that relate to Cisco Unified Communications Manager.

Lesson 1: Troubleshooting Common Gateway and Endpoint Registration Issues

This lesson defines the issues that are related to gateway and endpoint registration in Cisco Unified Communications Manager and that enable the learner to describe common solutions to these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Describe how a Cisco Unified IP phone that operates with SCCP or SIP initializes to a Cisco Unified Communications Manager and list the common issues that can prevent an endpoint from being able to register
  • Use ping from Cisco Unified Communications Manager to troubleshoot endpoint connectivity and explain the procedure to verify Cisco Unified Communications Manager TFTP settings and to create a new configuration file to help resolve the issues
  • Explain how to use the Status Message screen on an IP phone to view recent messages and explain how to check network and device settings from the IP phone
  • Explain the MGCP gateway registration process and the basic MGCP gateway communications in a Cisco Unified Communications system and list the most typical issues that might be encountered during these processes
  • Explain the steps for verifying the MGCP gateway status and the steps for viewing and interpreting registration and communication errors
  • Explain issues with H.323 and SIP gateway communication in a Cisco Unified Communications system

The lesson includes this activity:

  • Lab 2-1: Troubleshooting Gateway and Endpoint Registration Issues

Lesson 2: Troubleshooting Cisco Unified Communications Manager Availability Issues

This lesson defines issues that can cause Cisco Unified Communications Manager to become unavailable in the network and describe how to isolate and troubleshoot these issues. Upon completing this lesson, the learner will be able to meet these objectives:

  • Describe the possible causes and recommended actions to take when the Cisco Unified Communications Manager system stops responding
  • Describe the possible causes and recommended actions to take when the Cisco Unified Communications Manager Administration web page does not display
  • Describe the possible causes and recommended actions to take when the Cisco Unified Communications Manager server response is slow

Lesson 3: Troubleshooting Database Replication Issues

This lesson defines how to identify database replication issues in Cisco Unified Communications Manager clusters and how to repair or re-create database replication. Upon completing this lesson, you will be able to meet these objectives:

  • Review the basics of database replication on Cisco Unified Communications Manager
  • Explain how to diagnose database replication issues with Cisco Unified Communications Manager
  • Explain the procedure to resolve and re-create the database relationship in a Cisco Unified Communications Manager cluster

Lesson 4: Troubleshooting LDAP Integration Issues

This lesson defines how to troubleshoot LDAP synchronization or LDAP authentication issues when using LDAP integration. Upon completing this lesson, you will be able to meet these objectives:

  • Review the LDAP integration options of Cisco Unified Communications Manager and explain the typical issues that might occur when integrating with LDAP
  • Explain the procedure to identify and resolve synchronization issues with Cisco Unified Communications Manager when it is integrated with Microsoft Active Directory
  • Explain the procedure to identify and resolve authentication issues with Cisco Unified Communications Manager when it is integrated with Active Directory

The lesson includes this activity:

  • Lab 2-2: Troubleshooting LDAP Integration Issues

Module 3: Troubleshooting Call Setup Issues

Diagnose a call setup issue and resolve the issues as you discover or reveal them, given a trouble call for which the source of the problem is unknown.

Lesson 1: Examining Call Setup Issues and Causes

This lesson defines commonly experienced call setup issues including call setup failure, caller ID issues, inefficient routing, and redirecting number issues and the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Define the major issue types that cause call setup failure in the Cisco Unified Communications system
  • Describe the common reasons that calls can fail to set up in a single-site environment
  • List major causes of why calls that are placed within a Cisco Unified Communications Manager cluster can fail
  • Describe the common causes of call setup failure between clusters, including the call control discovery

Lesson 2: Troubleshooting On-Premises Single-Site Calling Issues

This lesson defines the common calling issues that can occur in a single-site Cisco Unified Communications Manager deployment and identify the most likely causes of these issues. Upon completing this lesson, the learner will be able to meet these objectives:

  • Describe typical reasons for call setup to fail for on-premises calls
  • Review how Cisco Unified Communications Manager collects and analyzes digits
  • Describe how a Cisco Unified Communications Manager uses partitions and CSSs to manage calls
  • Troubleshoot common causes of single-site call setup failures
  • Explain the possible causes of one-way call setup as a special case of single-site call setup failure
  • Explain the possible causes and recommended actions in the event of a call-forwarding failure
  • Explain the possible causes and recommended actions when a call that is supposed to be forwarded to voice mail is not forwarded

The lesson includes this activity:

  • Lab 3-1: Troubleshooting On-Net Single-Site Calling Issues

Lesson 3: Troubleshooting On-Net Multisite Calling Issues

This lesson defines the common calling issues that can occur in a multisite Cisco Unified Communications Manager deployment and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Describe the issues that are related to call setup that are common to multisite deployments
  • Explain the issues that are related to call setup and an overlapping dial plan and describe how to solve these issues
  • Explain the issues of intercluster communications and CCD-type calls and describe how to solve these issues
  • Review gatekeeper functions, describe the types of RAS messages, and troubleshoot discovery, registration, and call admission issues
  • Review Cisco Unified Border Element general functions and the Cisco Unified Border Element function in the CCD process and troubleshoot Cisco Unified Border Element in the CCD process
  • Explain how to recognize codec-related issues and how to avoid codec mismatches that can cause remote calls to drop immediately

The lesson includes this activity:

  • Lab 3-2: Troubleshooting On-Net Multisite Calling Issues

Lesson 4: Troubleshooting Off-Net Calling Issues

This lesson defines the common calling issues that can occur with off-net calls and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Describe some of the most common sources of issues when placing calls off-net
  • Describe the troubleshooting procedure that you can use to troubleshoot MGCP, H.323, and SIP gateways
  • Explain how a Cisco IOS voice gateway performs digit analysis and how the gateway performs inbound and outbound dial-peer matching
  • Explain how incorrect DDIs can cause calls to the PSTN to fail because of incorrect or incomplete digits
  • Explain the procedure to ensure that Cisco Unified Communications Manager and the gateway are correctly set up with respect to route patterns, route groups, route lists, and CoS
  • Describe the issues of globalized call routing and plus (+) dialing and their related digit manipulation
  • Troubleshoot common voice call issues and outline possible solutions

The lesson includes this activity:

  • Lab 3-3: Troubleshooting Off-Net Calling Issues
  • Lab 3-4: Troubleshooting Globalized Call Routing Issues

Module 4: SAF and CCD Issues

Solve the common issues of an SAF-enabled network and CCD.

Lesson 1: Troubleshooting SAF

This lesson defines the common issues that relate to the SAF Client and SAF Forwarder in an environment with CCD and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Describe SAF and the components that it comprises and explain the roles of the SAF client and the SAF forwarder
  • Describe the common issues that relate to the SAF client and the SAF forwarder and explain their potential causes

Lesson 2: Troubleshooting CCD

This lesson defines the common issues that relate to the CCD as an application of SAF and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Describe the CCD service and its components and describe how CCD operates
  • Describe the common issues of CCD and explain the causes of these issues

The lesson includes this activity:

  • Lab 4-1: Troubleshooting SAF Client and Forwarder Issues

Module 5: Troubleshooting Cisco Unified Communications Manager Features and Application Issues

  • Troubleshoot issues that are related to Cisco Unified Communications Manager features and applications.

Lesson 1: Troubleshooting Device Mobility Issues

This lesson defines the common issues that are related to Cisco Device Mobility and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Briefly review Device Mobility operation, configuration, and considerations when using single or multiple Device Mobility groups and using local route groups and name general issues that users experience when using Device Mobility
  • Describe how to troubleshoot most typical IP infrastructure problems in Device Mobility
  • Describe how to troubleshoot most typical Device Mobility configuration mismatches that lead to selecting incorrect call codecs, incorrect gateway, incorrect CAC operation, incorrect Cisco Unified SRST operation, and selection of incorrect media resources
  • Describe how to troubleshoot typical Device Mobility call-routing problems that lead to calls blocking, inefficient call routing, and incorrect AAR operation
  • Describe how to troubleshoot typical Device Mobility call privilege problems that lead to incorrect calling permissions

The lesson includes this activity:

  • Lab 5-1: Troubleshooting Device Mobility Issues

Lesson 2: Troubleshooting Cisco Extension Mobility Issues

This lesson defines the common issues that are related to Cisco Extension Mobility and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Briefly review the Cisco Extension Mobility operation, configuration, and considerations of managing various phone types and interactions of Cisco Extension Mobility with the two CSS implementation models and Local Route
  • Group and name the general issues that users experience when using Cisco Extension Mobility
  • Explain the Cisco Extension Mobility error messages that can be experienced, describe their most probable causes, and explain how to troubleshoot Cisco Extension Mobility login and logout problems
  • Describe how to troubleshoot typical Cisco Extension Mobility call privilege problems that lead to incorrect calling permissions
  • Describe how to troubleshoot typical Cisco Extension Mobility call-routing problems that lead to calls blocking, inefficient call routing, and incorrect Caller ID

The lesson includes this activity:

  • Lab 5-2: Troubleshooting Cisco Extension Mobility Issues

Lesson 3: Troubleshooting Cisco Unified Mobility Issues

This lesson defines the common issues that are related to Cisco Unified Mobility and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Describe Mobile Connect and Mobile Voice Access operation and configuration, describe the ToD access and service parameters that are related to Cisco Unified Mobility, the Enterprise Feature Access and dusting features, and describe general issues that users experience when using Mobile Connect and Mobile Voice Access
  • Describe how to recognize and troubleshoot most common Mobile Connect issues
  • Describe how to identify and troubleshoot Mobile Voice Access incoming and outgoing call problems
  • Describe how to troubleshoot typical Enterprise Feature Access and dusting feature problems when a user cannot park, transfer, or resume the call on a remote phone

The lesson includes this activity:

  • Lab 5-3: Troubleshooting Cisco Unified Mobility Issues

Lesson 4: Troubleshooting Cisco Unified Communications Manager Native Presence Issues

This lesson defines the common issues that are related to native Cisco Unified Communications Manager presence and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Review native Cisco Unified Communications Manager presence operation and configuration and describe the most common issues that are experienced
  • Explain the most common causes of incorrect status indications on a line and describe how to fix them
  • Explain the most common causes of incorrect status indications on a trunk and describe how to fix them
  • Explain the most common causes of incorrect status indications in phone directories and describe how to fix them

The lesson includes this activity:

  • Lab 5-4: Troubleshooting Cisco Unified Communications Manager Native Presence Issues

Module 6: Voice Quality and Media Resources Issues

  • Troubleshoot voice quality issues and issues that are related to media resources.

Lesson 1: Troubleshooting MOH Issues

This lesson defines the common issues that are related to MOH and identify the most likely causes of these issues. Upon completing this lesson, the learner will be able to meet these objectives:

  • Review situations when MOH is used to play music, review MOH implementation options and characteristics, and outline general issues that can be experienced with MOH
  • Describe how to monitor and troubleshoot MOH performance
  • Describe the MOH registration and nonresponsive software issues and explain how to troubleshoot them
  • Describe how to tune volume of played music or tones to comfort
  • Describe the major causes of playing no music or playing TOH instead of MOH and how to troubleshoot them
  • Describe the major issues that are related to multicast MOH and how to troubleshoot them.
  • Describe the major issues that are related to multicast MOH from a branch router flash that is used during SRST and outline how to troubleshoot them

The lesson includes this activity:

  • Lab 6-1: Troubleshooting MOH Issues

Lesson 2: Troubleshooting MTP Issues

This lesson defines the common issues that are related to MTP and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Review the major scenarios in which MTP is used and outline general issues that can be experienced with MTP
  • Describe the MTP registration and nonresponsive software issues and explain how to troubleshoot them
  • Describe the major reasons why MTP allocation might fail at call setup

Lesson 3: Troubleshooting Issues with Conferences

This lesson defines the common issues that are related to conferences and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Review major characteristics of Ad Hoc and Meet-Me conferencing, review the major characteristics of software and hardware conference bridge implementations, and outline general issues that can be experienced with conference bridges
  • Describe conference bridge registration issues, nonresponsive software issues, and explain how to troubleshoot them
  • Describe the major issues that are experienced while using Ad Hoc conferencing and how to troubleshoot them
  • Describe the major issues that are experienced while using Meet-Me conferencing and how to troubleshoot them

Lesson 4: Troubleshooting Transcoder Issues

This lesson defines the common issues that are related to transcoders and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Review major scenarios and considerations when a transcoder is used, review the codec selection process for Cisco Unified Communications Manager and voice gateways, and outline general issues that can be experienced with a transcoder
  • Describe the transcoder registration issues and explain how to troubleshoot them
  • Describe the major reasons why a transcoder allocation might fail

The lesson includes this activity:

  • Lab 6-2: Troubleshooting Transcoder Issues

Lesson 5: Troubleshooting Issues with RSVP Agents

This lesson defines the common issues that are related to RSVP agents and identify the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:.

  • Review the CAC process that is based on RSVP, RSVP agent implementation, and the characteristics of the three call legs and outline the major issues that are experienced with RSVP agents
  • Describe the RSVP agent registration issues and explain how to troubleshoot them
  • Describe the major RSVP CAC issues that can be experienced at the call setup process and explain how to troubleshoot them
  • Review the intercluster RSVP (known as SIP Preconditions) feature, describe the major issues that can be experienced when using it, and explain how to troubleshoot the issues

The lesson includes this activity:

  • Lab 6-3: Troubleshooting Issues with RSVP Agents

Lesson 6: Troubleshooting Voice Quality Issues

This lesson defines the common voice quality issues and identifies the most likely causes of these issues. Upon completing this lesson, you will be able to meet these objectives:

  • Describe the voice quality issues from which a Cisco Unified Communications system can potentially suffer and explain the negative effects of lack of bandwidth, long end-to-end delay, long jitter, and packet loss on VoIP communications
  • Describe the QoS traffic requirements for voice traffic and define voice QoS policy and the major steps to create it
  • Describe how to identify voice quality issues and the tools to use when troubleshooting VoIP quality problems
  • Describe how Layer 2 switching issues can cause quality problems and diagnose and troubleshoot these problems
  • Describe what gateway issues can result in VoIP quality problems and diagnose and resolve these issues
  • Describe how and when to use the QRT
  • Resolve VoIP quality issues when given symptoms and information that is gathered about the problem

Hands-on Lab Exercises

  • Lab 2-1: Integrating Cisco Unity Connection with Cisco Unified Communications Manager
  • Lab 2-1: Troubleshooting Gateway and Endpoint Registration Issues
  • Lab 2-2: Troubleshooting LDAP Integration Issues (Optional)
  • Lab 3-1: Troubleshooting On-Net Single-Site Calling Issues
  • Lab 3-2: Troubleshooting On-Net Multisite Calling Issues
  • Lab 3-3: Troubleshooting Off-Net Calling Issues
  • Lab 3-4: Troubleshooting Globalized Call Routing Issues
  • Lab 4-1: Troubleshooting SAF Client and Forwarder Issues
  • Lab 5-1: Troubleshooting Device Mobility Issues
  • Lab 5-2: Troubleshooting Cisco Extension Mobility Issues
  • Lab 5-3: Troubleshooting Cisco Unified Mobility Issues
  • Lab 5-4: Troubleshooting Cisco Unified Communications Manager Native Presence Issues (Optional)
  • Lab 6-1: Troubleshooting MOH Issues
  • Lab 6-2: Troubleshooting Transcoder Issues
  • Lab 6-3: Troubleshooting Issues with RSVP Agents